READ THIS FIRST FOR SUPPORT

[JediFreeman]

If you have a problem, please try to provide us with the following information:

- Where you purchased Torchlight
- Explain the problem you are having
- Any detailed technical information you can give us (screenshots of errors, log files, etc.)

Verify that your video card and audio drivers are current and that you have installed any available critical updates from either the Windows Update service (http://update.microsoft.com) on Windows, or though Software Update (available from the Apple menu) on Mac OS X.

In particular, it can be very helpful to our support staff if you include: a DxDiag report and an MSInfo report if you're a Windows user; or a System Profiler report and a Console log if you're a Mac user. Additionally, for both Windows and Mac users, if you are experiencing crashes in the game, the game's Ogre log file can be helpful. Instructions for obtaining each of these files can be found here:

Windows

DxDiag: viewtopic.php?p=22737#p22737
MSInfo: viewtopic.php?p=63852#p63852
Ogre: viewtopic.php?p=58586#p58586

Mac OS X

System Profiler: viewtopic.php?p=114959#p114959
Console: viewtopic.php?p=114959#p114959
Ogre: viewtopic.php?p=114959#p114959

Thanks,

Runic Games

[Brock]

DXDiag files can provide useful information about your system. To generate a DXDiag report in Windows XP:

1) Press your Windows "Start" button normally found at the bottom left hand corner of the screen.
2) Select the"Run" option in the menu.
3) Type in "dxdiag" in the box and press "OK"
4) Select "Save All Information"
5) Save the DXDiag file to your desktop.
6) Attach this file in an email or paste the top 50% of the file into a forum post

In Vista/Win7:

1) Press on the "Windows" button normally found at the bottom left hand corner of the screen
2) Select "Start Search"
3) Type "dxdiag" in the box and press the return/enter button on your key board.
4) Select "Save All Information"
5) Save the DXDiag file to your desktop.
6) Attach this file in an email or paste the top 50% of the file into a forum post

[Brock]

If you are experiencing crashes while playing Torchlight, then it can be useful to our customer support types to include the 'Ogre.log' file generated by the game. Immediately after a crash, do the following:

In Windows XP:
1) Go to Start -> Run.
2) Type in '%APPDATA%\Runic Games\Torchlight' - hit 'OK'
3) In the explorer window that opens, you should see an Ogre.log file - that's the file we need.

In Windows Vista/Windows 7:
1) Go to the windows menu
2) Type 'Run' in the search text-box
3) 'Run' should appear under 'Files' - select 'Run'
4) Type in '%APPDATA%\Runic Games\Torchlight' - hit 'OK'
5) In the explorer window that opens, you should see an Ogre.log file - that's the file we need.

[Brock]

Generating a MSInfo Report:

Windows provides tools to generate a comprehensive snapshot of your computer that can be very useful for troubleshooting problems while running Torchlight. To generate a MSInfo report, follow these steps:

In Windows XP:
1) Go to Start -> Run.
2) Type in 'msinfo32' - hit 'OK'
3) To to the 'File' Menu in the System Information window and select 'Save'
4) Save the file to your desktop - name it something like 'MySysInfo' (saving may take some time)
5) Send the resulting file to customersupport@runicgames.com

In Windows Vista/Windows 7:
1) Go to the windows menu
2) Type 'Run' in the search text-box
3) 'Run' should appear under 'Files' - select 'Run'
4) Type in 'msinfo32' - hit 'OK'
5) To to the 'File' Menu in the System Information window and select 'Save'
6) Save the file to your desktop - name it something like 'MySysInfo' (saving may take some time)
7) Send the resulting file to customersupport@runicgames.com

[BrianW]

For Mac users:

How to generate a System Profiler report

1) From the Finder, choose Utilities from the Go menu.
2) Double-click System Profiler (or System Information if you're running Lion) to open it.
3) From the File menu, chose "Save As..." (or "Save" in Lion) and email it to customersupport@runicgames.com

How to generate a Console log

1) From the Finder, choose Utilities from the Go menu.
2) Double-click Console to open it.
3) From the File menu, chose "Save a Copy As..." and email it to customersupport@runicgames.com

How to acquire your Ogre log

If you're running Mac OS X 10.4 (Tiger), 10.5 (Leopard), or 10.6 (Snow Leopard):

1) From the Finder, choose New Finder Window from the File menu.
2) Navigate to ~/Library/Application Support/runic games/torchlight/
3) From the torchlight folder, locate Ogre.log and email it to customersupport@runicgames.com

If you're running Mac OS X 10.7 (Lion):

1) From the Finder, press and hold the option key while opening the Go menu in the menu bar.
2) Choose Library and browse to Application Support/runic games/torchlight/
3) From the torchlight folder, locate Ogre.log and email it to customersupport@runicgames.com